Product Support Representative - Software

Overview

Provide product support by troubleshooting and resolving customer inquiries involving Allegion mechanical, electronic, and software products. Interact with internal teams and external customers, including distributors, facility managers, locksmiths, and IT leaders.

What you'll do

• Develop a basic level understanding of mechanical, electronic, and software Allegion products within the assigned product portfolio, specifically mobile device applications, networking components, user credentials, and electronic devices.
• Develop working knowledge of catalogs, manuals, instruction sheets/templates, and price books.
• Provide positive customer experiences by troubleshooting technical problems primarily through phone calls and, when needed, email and instant messaging.
• Identify customer needs and explain intermediate solutions in ways customers can understand and successfully implement.
• Perform primary root-cause analysis of products returned from customers.
• Address all interactions and drive them to successful resolution or escalate as required.
• Perform logical troubleshooting of technical issues, including coaching customers through voltage and current measurements of electronic products and advising on networking requirements of Allegion products.
• Populate the CRM and Knowledge database with solutions to product problems.
• Generate, update, and/or create service request tickets for all communications.
• Maintain awareness of Allegion policies, guidelines, and procedures to ensure compliance.
• Provide support to cross-functional teams within the organization as required.
• Meet all service level agreements set by management.
• Perform additional duties as assigned by the manager.

What you'll need

• 3+ years of related industry and/or customer service experience.
• Basic knowledge of access control concepts, proxy, smart, and mobile credentials, and troubleshooting.
• High school diploma or GED.
• Basic knowledge of mechanical and electronic products, including use of volt meters and related measuring devices.
• Basic knowledge of SaaS software solutions, smartphones, wired and wireless networking, Bluetooth Low Energy, and Wi-Fi signal troubleshooting.
• Understanding of technical documentation, including engineering drawings.
• Strong written and verbal communication skills.
• Working knowledge of PC-based software applications, including Microsoft Office—Outlook, Word, and Excel—and basic web applications.
• Strong problem-solving and analytic skills.
• Strong learning agility as it relates to frequent software updates.
• Ability to multitask, prioritize, and manage time efficiently.
• Ability to identify recurring customer issues.
• Ability to develop cross-functional, professional working relationships.

Nice to have

• Associate degree.

Details

• Flexible remote work arrangement in New Jersey, with occasional on-site visits as needed based on the role.
• Candidates must be legally authorized to work in the United States.
• The company does not intend to provide sponsorship for employment visa status, including H-1B and TN visas.